Complaints

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• Initial Complaint

  Date:23/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This
  complaint is about windows purchased from Vermillion Windows in Sanford Manitoba.
  Sales: Ike
  **** cell: ************
  For windows
  installed: paid Sept.29/99 to Vermillion $******** *****
  Installed
  Sept.13 $******** Mike ******
  Approximately
  2 months after installed, south window 73 ½ x 54 ½ crack noticed in the middle
  glass starting left corner slowly working way to top on angle. These are “Triple”
  glass windows. After “many” months it was replaced. Approx. a year ago the same
  thing happened in East window “middle” glass 73 ½ x 54 ¼ (picture)
  I contacted
  “Ike” immediately and he assured me he would order and replace glass and I
  supplied him with picture of the window.
  Apparently
  on June 29/22 I found out the glass had been there for many months. Since then
  with dozens of texts and phone calls which no one answers, I still have no replacement.
  I have
  talked and text to the installer (Mike) for any months and he says he will do
  it, but it never gets done!
  In all the
  years I have lived in my home I have “never” had a cracked window until Vermillion’s
  and have many floor to ceiling windows.
  The only
  reason I was replacing windows was they were old and wanted more energy efficient
  ones, but nothing but grief.
  I did have 2
  window men look at these and they said there wasn’t enough “air space” left on manufacture
  which would cause this.
  These
  windows have 20-year warranty.
  If you can
  help me with this complaint, I would appreciate it.
  ***** * **** **** ********* ** **** ******* **** ******** ***** * ***** ** ***** ** ******* **** ****
  Thanking
  you,
  Elaine
  *****
  **** ********* *****
  ******** ** *** ***
  ********* ************
  

  Business Response

  Date: 21/12/2022

  I got a call from Elaine ***** back in spring or somewhere around that time.

  She mentioned to me the cracked glass and right away 

  it was Vermillion Windows fault that it broke.

  Out of the goodness of our heart I didn't fight and said I will order a new one.

  That was done and it's sitting on the floor at Vermillion Windows.

  And Elaine was told about it being here.  

  It cost Vermillion Windows $*** because it's a tinted Triple LowE big unit.

  There is no company in the entire world that will replace a cracked unit for free a number of years after it was installed.

  But Vermillion Windows paid for it in full so it's a complete loss.

  On the quote it says they have a 20 Years warranty for leakers.

  It doesn't mention a crack on the entire sheet. I don't know where she got that information from.

  ** ******** *** ** **** ****** **** **** ** ******* ********** ********
  
   ****** *** *******

  #1. Elaine thinks Mike the installer should drive 3 hours for FREE and Work installing for FREE then drive home for 3 hours for FREE.

  **** **** *** * ****** ** ****. I see why he hasn't done it.

   

  #2 She had 2 window people looking at it and they said there was not enough airspace.

  Vermillion Windows has been manufacturing windows for 18 years and do those 2 guys think anyone leaves more than 1/4 inch?

  ****  *** ***** ***** **** **** ** **** **** ******* ******* ******

  My question now is why were these 2 guys not asked to drive 2 1/2 hours to Vermillion Windows for FREE pick it up and drive back 

  2 1/2 hours for FREE? I'm stuck with this answer. Oh for FREE they probably don't do things for FREE either. 

  Ike ****

  Customer Answer

  Date: 11/01/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Ike stated "It was Vermillion Windows Fault" I did not say that, I said "I went into the room and found a 2nd window cracked"

  What we need to clarify from Vermillion "is the middle glass coated with heat protection layer?" I have been researching cause which I can discuss with you once we have an answer to above. I did state in my first letter to BBB that I knew the window was there. When Ike ordered the window why would he have it shipped to Vermillion and not to me if he wasn't going to install it? I would question the $****** cost. As you can see on quotation ordered my cost was $****** profit only $******?

  It wasn't a number of years, 1st window cracked 2 months after installed. 2nd identical crack. Why is the $****** a loss? All he has to do is get window installed!

  #1 I never asked Mike to come here for "Free" as Ike states. Price was never even mentioned and Mike and I had a good business relationship.

  #2 He is talking about "guys" to pickup (actually co's) First it is Mike 3 hours, guys 2 1/2 hours. I don't understand what all this "Free" he is talking about.

  He ** * **** ******** *** *** does not answer phone calls or texts once a problem arises.

  Warranty on Brochure reads: Vermillion Window & Door receive a Limited "Lifetime" warranted against defects in material and workmanship as a direct result of manufacturing process.
  
  
  
  Sincerely,
  
  
  
  Elaine *****